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Authentic Customer Conversations

Collecting, Sharing, and Acting on Customer Knowledge

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

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Top Takeaways:

  • When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
  • Customer expectations have evolved over the last year and a half. What brands think their customers want has changed.
  • Digital transformation has put a lot of power in the hands of some people (in organizations) who have no preparation or know-how on how to perform in digital roles. This has created an area of friction between the brand and the customer.
  • Authentic conversations go beyond “Are you satisfied?” and “Did you buy?” to “What can I do to create a deeper connection?”
  • Authentic conversations allow brands to understand the customer’s wants, needs, and desires. This data can be used to make decisions that will lead to long-term and sustainable revenue and profits.


“2020 has accelerated the digital transformation for most companies. Only brands that handled digital transformation well can pivot effectively in times of crisis.”

“Loyal customers are created by having authentic conversations with them. Talk to your customers to find out what they perceive as good customer service, what they want, and what they need.”

“Collect, share, and act. The most successful companies have leaders that acquire customer knowledge and make decisions based on it.”

“Companies that foster authentic conversations create customers who are committed to the brand even when competitors come into the market.”


Jason Ten-Pow is the CEO and President of ONR the CX consulting firm he founded in 2009. Ten-Pow’s passion for customer experience was sparked as a teenager working behind the meat counter of a carnival-themed grocery store in Toronto.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is an authentic customer conversation?
  2. What is authenticity in customer service?
  3. How do you gain customer knowledge?
  4. Why is it important to have customer knowledge?
  5. What is a digital transformation strategy?

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